전이이론에 입각한 일-가족 갈등과 서비스회복 및 직무만족의 관계에 관한 연구

Relationship among the Hotel Service Provider's Work-Family Conflict, Service Recovery and Job Satisfaction

In this paper, a research model investigating the relationship of work-family conflict, service recovery, and job satisfaction was developed. To test the hypotheses, authors collected multi-sources data from 258 in five lucurious Hotels. The result of path analysis suggests that family-work conflict depicts significant negative relationship with the outcome of service recovery. In contrast, work-family conflict has a negative influence on service recovery is not supported by the empirical data. The result of this study indicates that Work-family conflict is a significant predictor of increasing their job satisfaction, while family-work conflict is not. In addition the hypotheses that service recovery exerts a significant positive effect on job satisfaction are supported by empirical data.